Meliá Hotels is embarking on a mission to design a consistent platform across all six of its brands with the help of its guests worldwide. Beginning this month, Meliá is inviting travelers to outline the optimal service culture experience at sessions in London and Miami.
“Rather than assume we know what guests want, we are inviting our guests to tell us. This will allow us to move beyond meeting the needs of our guests to anticipating them,” says Alex Hugot, Meliá’s vice president of global brand management.
Partnering with North American brand consultancy Bond Brand Loyalty, Meliá aims to apply guest feedback to its ongoing expansion efforts.
“The experiences we talk about are the ones that create emotions. This is deeply human and it is why our customer experience work focuses on the interactions between a brand’s representatives and their customers,” adds Bob Macdonald, Bond Brand Loyalty’s president and CEO.
